Remote Contact Center MSR II (Part-Time) - Madera County

Position Overview

This Member Service Representative II is an energetic and goal-oriented individual with a passion for service excellence. You will provide exceptional service through effective call handling techniques and create a positive and memorable experience for members. You will respond accurately to member inquiries via telephone in English and Spanish (if certified), navigate multiple software applications simultaneously, and help members achieve their financial goals through a consultative approach. Compensation: $21.50 HOURLY

Key Responsibilities

• Demonstrate advanced Credit Union knowledge and the ability to resolve complex issues, provide digital support, and handle escalations with minimal guidance.
• Learn and retain an exceptional working knowledge of products and services.
• Meet and achieve established performance standards with phone efficiency and quality in a fast-paced environment.
• Understand member needs, concerns, and frustrations, and respond with care, concern, and urgency.
• Comply with state and federal laws and regulations, including bank secrecy and anti-money laundering laws.
• Recommend products and services to meet member needs through superior product knowledge.
• Identify, investigate, and resolve basic and complex member concerns and efficiently process transactions.
• Report fraudulent activity to prevent potential loss to the Credit Union.
• Update member and Credit Union account information accurately and efficiently.
• Educate members on products to enhance member loyalty.
• Maintain ownership of calls with minimal guidance from support staff.
• De-escalate situations by applying good judgment and critical thinking.
• Assist members with complex Online/Mobile Banking issues and Mobile Wallet setup.
• Open sub shares as required.
• Complete Regulatory Training Modules as required.
• Model core values of Integrity, Reliability, Service Excellence, and Inclusion.
• Perform other duties as assigned.

Required Qualifications

• Education: Successful completion of High School curriculum or GED.
• Experience: At least one year of customer service experience in a contact center environment and/or 2+ years in financial services.
• Strong oral, written, and interpersonal communication skills.
• Ability to converse and build rapport in English and Spanish.
• Proven ability to multi-task and work independently while meeting performance standards.
• Efficient utilization of computer systems and applications to resolve member issues, including online banking and mobile wallet troubleshooting.
• Adept at navigating multiple computer systems and search tools.
• Willingness to obtain guidance when needed and demonstrate good decision-making.

Preferred Qualifications

• Some college education preferred.
• Member relationship building experience preferred.
• Bilingual skills are a plus.